EFFORTLESS AND EFFICIENT EXPERIENCES: A Win-Win for … · 2020-05-13 · formidable challenges and...

August 16 - 19, 2020 Fort Lauderdale Marriott Harbor Beach Resort and SpaFort Lauderdale, Florida

EFFORTLESS AND EFFICIENT EXPERIENCES: A Win-Win for Customers and the Organization

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C U S T O M E R C O N T A C T EAST: A FROST & SULLIVAN EXECUTIVE MIND CHANGE

Part of our 2020 International Customer Contact Executive MindXchange Series

16th Annual

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LOCATION, LOCATION, LOCATION

Pristine, oceanfront location with unbeatable views and close proximity to the airport, the perfect setting for a mix of business and pleasure.

LOCATION, LOCATION, LOCATION

17%

Executive | Vice President | Director

Other

Management

77%

6%

YOUR CUSTOMER IS YOUR TRUE NORTH 1Every person, every process, every tool must embed the customer in its DNA. Ignore this at your peril.

TECHNOLOGY IS MOVING FAST 2An era of unprecedented change is upon us, driven by the pace of digital technologies. Get a grip on a fast moving landscape of solutions and find innovative ways to provide data-driven customer support.

EFFICIENCY MUST BE WELL THOUGHT OUT 3Amidst all the disruption and innovation comes the unabated demand for operational efficiency and effectiveness. Strategically deploy the “must have” processes and technology to stay ahead of both evolving customer expectations and the demands of your senior management.

POWER TO YOUR PEOPLE 4

Your workforce is transforming and in turn presenting new challenges and new opportunities for brand ambassadorship. You must grasp a new model to attract and develop modern talent, and transition your existing workforce to one that embraces and is empowered by automation.

INSPIRE YOUR PEERS, COLLEAGUES AND YOUR INTELLECTUAL CURIOSITY 5

Our events are designed for you to open up about your most formidable challenges and forge lasting connections with your industry peers. Ultimately, you will leave the event feeling invigorated, inspired and ready to enact purposeful change.

Join our growing community of customer contact, customer experience, and operations executives seeking and sharing new ideas and creative approaches to common challenges. Network with Vice Presidents, Directors and Senior Managers of:

• Contact Centers• Customer Experience• Customer Satisfaction and Loyalty

• Operations• Customer Analytics• Customer Care• Customer Service

• Customer Support• Customer Strategy• Quality Assurance

*please note this profile is based on past Executive MindXchange events.

EXECUTIVE PROFILE* / WHO WILL PARTICIPATE

5 REASONS WHY YOU MUST ATTEND

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Fort Lauderdale Marriott Harbor BeachResort and Spa Source: TechValidate Survey of Customer Contact East 2019 Executive MindXchange Participants

+69Net Promoter Score®

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REGISTER NOW [email protected] TEL: 1.877.GOFROST (1.877.463.7678) FAX: 1.888.674.3329 customercontacteast.com

COLLABORATE, COLLABORATE, COLLABORATE Engage in strategic conversations with customer care and experience executives, guaranteed to generate new ideas!

RELAX, HAVE FUN, AND MAKE NEW FRIENDS Keep your contact list building and your engines revving while enjoying many unique networking events.

FIND SOLUTIONS FAST Be sure to sign up for a Frost & Sullivan Exclusive: Solutions Wheel! Collaborate speed date style with leading solution providers and discover who will help you address your business challenges - without a hard sales pitch. STAY AHEAD OF THE TECHNOLOGY CURVEOne-to-one personalized discussions will focus around new services that executives can take advantage of to meet the specific needs of their businesses.

YOUR NEW FAVORITE EVENT

SEE FOR YOURSELFJoin us for a contact center site tour and get tangible examples of customer engagement excellence.

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Frost & Sullivan extends its appreciation to the following Advisory Board Members for their expertise and valuable support in ensuring the agenda delivers relevant and valuable content.

Derek Carder Vice President, Customer Experience and Technical Operations GeotabCustomer Engagement Leadership Council Member

Michael DeSalles Principal Analyst, Digital Transformation Customer Care Frost & SullivanCustomer Engagement Leadership Council Member

Navjeet Gill Senior Director, Customer Engagement Solutions MicrosoftCustomer Engagement Leadership Council Member

Robert Gofourth Vice President, Operational Strategy and Performance BlueCross BlueShield of North Carolina Customer Engagement Leadership Council Member

Matt Hayes Principal Program Manager MicrosoftCustomer Engagement Leadership Council Member

Jamie Lancaster Vice President The Kroger Co.Customer Engagement Leadership Council Member

Cathy Marino Senior Director, Customer Care Bristol-Myers SquibbCustomer Engagement Leadership Council Member

Trista Miller Director, Customer Care Frontier Airlines Inc.

Alpa Shah Global Vice President, Digital Transformation Frost & Sullivan Customer Engagement Leadership Council Member

An event shaped by a community of your peers!

Snapshot Of Companies Represented At Previous Executive Mind change Events

CUSTOMER CONTACT EAST EXECUTIVE MIND CHANGE ADVISORY BOARD


16th Annual

Diane Zilko Vice President, Revenue Cycle UPMC




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Schedule-at-a-glanceSchedule-at-a-glance is preliminary and will be updated as further information is available.

DENOTES CONTENT SESSIONS

DENOTES NETWORKING EVENTS

Saturday, auguSt 15, 2020 – arrival day

7:00pm Suggested Arrival Time Arrive Saturday to participate in Sunday’s Networking Activity.

Sunday, auguSt 16, 2020 – networking day and leaderShip CounCil Meeting

Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends. Please note: Networking Day is open to all event participants and sponsors.

8:30am Sip & Sail 3:00pm Customer Engagement Leadership Council Meeting3:15pm Sponsor Workshop4:30pm Customer Engagement Leadership Council Meeting Concludes 4:45pm Sponsor Registration & Orientation Reception 6:00pm Presenter & Thought Leader Orientation An essential meeting for Headliners, Moderator presenters, Fab Facilitators, and confirmed thought leaders to preview the event, highlight your roles, and network with fellow peers. 6:45pm Meet ‘n’ Greet This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.7:30pm Welcome Networking Reception & Event Kickoff Meet your fellow peers and colleagues as we engage in an ice breaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration.

Monday, auguSt 17, 2020 – general SeSSion and exhibition

7:45am Registration, Breakfast, and Exhibition 8:30am Welcome and Headliner – Doing What’s Right for the Customer: What They Want, Expect, and Value9:20am Navigating the 16th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange9:30am Success Story – Determining and Measuring Outcomes for Impact!9:50am Networking, Refreshment, and Exhibition Break10:20am Concurrent Collaboration Zones – The Strategic Boardroom and Case Histories Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants. The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization. Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:

11:15am Session to Session Travel Time 11:20am Concurrent Sessions – Choose one of the following concurrent sessions:

Interactive – Solutions Wheel – Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling. – OR – Executive Presentations and Crowdsourcing – Budget Optimization: Ideas for Driving Out Cost in the Contact Center

– FOLLOWED BY –

The Threat of Automation – Ideas for Addressing Fear and Resistance

12:35pm Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.1:40pm Session to Session Travel Time

ChooSe between Six different Collaboration ZoneS:Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

ZONE 1. Strategic Boardroom | ZONE 2. Raising the Bar on Customer Effort & Experience | ZONE 3. Elevating the Agent Experience ZONE 4. Enhancing Agent Effectiveness | ZONE 5. Modernizing Contact Center Technology | ZONE 6. Excelling in Contact Center Operation

Zone 1: Strategic Boardroom – Identifying Your Customer’s Priorities

Zone 2: Case History – The Critical Role of the Contact Center in the Experience Economy

Zone 3: Case History – Employee Experience: Leveraging Data to Drive Down Employee Effort

Zone 4: Case History – Intelligent Automation: Simplifying Complex Customer Interactions for the Agent

Zone 5: Case History – Readying Your Contact Center for Next Gen Technology: Moving from Disruption to Transformation

Zone 6: Case History – Deploying a Center of Excellence: How to Measure and Impact the Employee and Customer




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1:45pm Concurrent Collaboration Zones – The Strategic Boardroom and Roundtables Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand. The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization. Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.


3:35pm Session to Session Travel Time 3:40pm Concurrent Sessions – Choose one of the following concurrent sessions:

interaCtive – SolutionS wheel – Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling. – OR –

The Fix – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

4:55pm Session to Session Travel Time 5:00pm Success Story – Overcoming the Challenges of Integrating Disparate Systems5:30pm Networking Reception

tueSday, auguSt 18, 2020 – general SeSSion and exhibition

6:45am Early Risers Run/Walk 6:45am Beach Yoga8:00am Breakfast and Exhibition8:45am Icebreaker and Headliner – Transforming Your Capabilities, Tools and Processes for the Future

9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition9:50am Ask The Experts! Panel Discussion – Earning an A for Effortless

10:40am Briefing Sessions, Networking, Refreshments, and Exhibition Break11:40am Concurrent Collaboration Zones – The Strategic Boardroom and Roundtables Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand. The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization. Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.


12:40pm Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

1:45pm Session to Session Travel Time

1:50pm Concurrent Collaboration Zones – The Strategic Boardroom and ThinkTanks ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.. The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization. Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.


Zone 1: Strategic Boardroom – Meeting the Unique Challenges of the Enterprise Contact Center

Zone 2: Roundtable – Beyond the Contact Center: Championing an Organization-Wide Effortless Experience

Zone 3: Roundtable – Measuring the Agent Experience to Propel Contact Center Efficiencies

Zone 4: Roundtable – Transforming Service: Building Powerful Knowledge Bases and Communities

Zone 5: Roundtable – Soft Benefits Driving AI Decisions, More than ROI

Zone 1: Strategic Boardroom – Customer Support: Your Call is Very Important to Us! Balancing your BPO and Internal Strategy

Zone 2: Roundtable – Measuring the Cross Channel Customer Experience

Zone 3: Roundtable – Deflect Traffic, Reduce Costs and Improve CX with AI: Real World Use Cases

Zone 4: Roundtable – Using Customer Journey Analytics to Improve Agent Effectiveness and CX

Zone 5: Roundtable – Aligning the Brand and Self Serve Strategy

Zone 1: Strategic Boardroom – Gaining Top Down Support for Customer Centricity Across the Enterprise

Zone 2: ThinkTank – Designing the (Conversational) AI Experience with the Human Perspective

Zone 3: ThinkTank – Deepening the Link Between Quality and Employee Engagement

Zone 4: ThinkTank – Finding the Ideal Balance for Your CX – Automation, AI and Agent Support

Zone 5: ThinkTank – Cutting Through the Digital Transformation Hype – The Role of Technology in Delivering Improved CX and Cost Reductions

Zone 6: Roundtable – Leveraging Six Sigma in the Contact Center




100% of surveyed participants would recommend this event to a colleague and/or industry peer.

“I can’t stop talking about the value to me this event provided, all the way up to my CEO!”

– Vice President, Customer Experience, AMEREN MISSOURI | “Robust!” – First Vice President, Director of Customer

Contact Center, BIG LOTS | “I have been to several Frost & Sullivan events and I ALWAYS come back to work

energized with many different ideas to try to better my contact center and teams.” –Vice President,

Call Center Operations & Customer Care, PLEASANT HOLIDAYS, LLC| “High value, focused, collaboration andco-creation to solve problems and grow business.” – CX Innovator,VERIZON COMMUNICATIONS INC.| “ …

The networking opportunities allow me the chance to interact with my peers, share common issues

and solutions and b ro a d e n mycontact group. In the past, I have turned

to this group for solutions to issues and they have

responded positively, and I would not hesitate to do the same for someone else.” – Manager, Customer

Service Operations, EMPIRE TODAY | “Good exposure to real world solutions.” –Vice President, Contact Center Services, MAXIMUS INC. | "WOW - The best I have ever attended!” –Vice

President, Contact Center Solutions, J. KNIPPER COMPANY | “One of the most effective and essentialevents I have participated in.” –Vice President, Enterprise Contact Center, ST JUDE CHILDREN'S RESEARCH HOSPITAL

“Excellent networking opportunities and a great platform for introduction to new technologies and views.”–Technology

Manager, SCHNEIDER ELECTRIC | “I have material from this event that I will use to present to my leadership team!”

–Vice President, Customer Care, Xplornet Communications | “Many of the sessions were exactly what we were hoping

for. The networking is a huge advantage for side conversations.” –Manager, Customer Relationship Center, UBISOFT

GROUP PACKAGES

100% of surveyed participants recommended sending 2 or MORE executives!Contact us today to learn about the savings and benefits you can receive and be sure

to ask about our Team Experience Program.

For more information, please email: [email protected]

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3:20pm Networking, Refreshments, and Exhibition Break3:50pm Concurrent Collaboration Zones – The Strategic Boardroom and Best Practices Best Practice sessions examine a real world use case, dissect the best practices employed, and explore how to apply them to your own initiative and company. Choose one of the following zones:

4:50pm Session to Session Travel Time4:55pm Success Story – Join us for a Burst of Insight on: • Advancing an Agent’s Career Development • Nurturing Your Manager’s Professional Development 5:30pm General Session Concludes6:00pm 16th Annual Customer Contact East Beach Party and Olympics

wedneSday, auguSt 19, 2020 – general SeSSion and exhibition

7:15am Early Risers Run/Walk 7:15am Beach Yoga8:30am Breakfast and Exhibition9:10am Kickoff and Headliner – Playing Offense: Unleash the Talents, Passions, and Potential of Your People 10:15am Success Story – Collaborating to Drive Efficiencies and Process Improvements Across the Enterprise10:35am Networking, Refreshments, and Exhibition Break11:05am On the Radar – Harnessing the Next Wave of Emerging Technologies in the Contact Center 11:35am Insights and Ideas Roundup – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program12:15pm Content for the 16th Annual Customer Contact East Concludes

Contact Center Site Tour and Executive Roundtable1:00pm Site Tour – Shuttle Check In. Lunch will be provided.3:30pm Customer Engagement Leadership Council Executive Roundtable on Effortless Agent Experience and Engagement 4:30pm Site Tour and Executive Roundtable Conclude – Shuttle Transportation to Fort Lauderdale-Hollywood International Airport & Fort Lauderdale Marriott Harbor Beach Resort & Spa Provided.

Zone 2: Best Practice – Driving Real Customer Value Using Analytics

Zone 3: Best Practice – Continuous Learning. Continuous Practice, Continuous Improvement!

Zone 4: Best Practice – Enhancing Agent Productivity and Performance, Real Time

Zone 5: Best Practice – Design Thinking: Orchestrating the Contact Center of the Future




MAXIMIZE YOUR NETWORKINGSunday, August 16, 2020

Meet ‘n’ Greet6:45pm

This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

Welcome Networking Reception & Event Kickoff7:30pm

Meet your fellow peers and colleagues as we engage in an ice breaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration.

Hosted by:

Monday, August 17, 2020

Tuesday, August 18, 2020

Early Risers Run/Walk6:45am

Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It’s the perfect start to a great day of content and networking!

Beach Yoga6:45am

Calling all yogis! Get energized while building strength and flexibility with us. This upbeat, creative yoga practice, will link breath and movement to keep you present and centered.

Wednesday, August 19, 2020

Sip & Sail 8:30am

Sail down Las Olas River while creating unforgettable memories along the way. We’ll journey down premier Las Olas Boulevard to taste the local cuisine before stepping aboard a cruise along Fort Lauderdale’s waterfront. With a margarita or mojito in your hand, this will be a networking experience not to be missed!

Hosted by:

OR

16th Annual Customer Contact East Beach Party and Olympics 6:00pm

Choose your teams and let your competitive spirit break free.After a buffet dinner, it’s ALL ABOUT Beach Olympics fun! The winning teams will be draped in gold, silver and bronze.

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5:30pmCap off the day with newfound friends over cocktails & hors d’oeuvres!

Networking Reception

Contact Center Site Tour and Executive Roundtable1:00pm Site Tour – Shuttle Check In. Lunch will be provided.3:30pm Customer Engagement Leadership Council Executive Roundtable on Effortless Agent Experience and Engagement 4:30pm Site Tour and Executive Roundtable Conclude – Shuttle Transportation to Fort Lauderdale-Hollywood International Airport & Fort Lauderdale Marriott Harbor Beach Resort & Spa Provided.

Benefit from All Session SummariesThese are not transcripts, but actual summaries focused on key observations and take-aways, featuring tactics and strategies for immediate implementation.

Video Access to the Event KeynotesWatch and learn from lessons shared by event keynote speakers. These industry experts present case studies, lessons learned, and provide invaluable thought leadership and inspiration for senior executives.

Take the Event HomeFor your colleagues who were not able to attend the event, you’ll have key questions and answers, best practices, tactics, and strategies that work – and those that didn’t – at your fingertips.

Find Event Information FastThe entire event is catalogued and searchable so you can find what you are looking for quickly. Why waste valuable time looking when you could be learning?

Stay ConnectedTake advantage of the ability to review all those great ideas you want to implement after the event and get info about expert presenters with whom you can follow up. Grow your professional network and guarantee your own ROI for years to come.

Capture the Hidden AgendaGauge where you are among your peers through on-site surveys that identify industry benchmarks, as well as question and answer sessions that go outside the pre-planned content.

SavingsEvent participants will save up to $300.

NOTE: Frost & Sullivan makes every effort to collect and ensure the quality of individual session chronicles; however, the summaries presented in the articles are the expert opinion of the writers and inclusion/exclusion of specific material is at the discretion of each speaker. While every effort is made, there is no guarantee that notes for each and every session will be submitted as requested.

PricingThe Executive MindXchange Chronicles are now available for purchase. Additional savings apply when purchased prior to or on-site at the event.

Reserve Your Chronicles TodayContact Adam Geiger: Ph: +1.305.807.8134 E: [email protected]

PARTICIPANT PRICING

Pre-event: $395

Post-event: $495

NON-PARTICIPANT PRICING

Post-event: $695

Update Your Business Playbook withThe Executive Mind change Chronicles

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Take Control of Your Future


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THE PREMIER

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To stay competitive in your world of customer engagement, spend time withothers who have charted the course.

The Customer Engagement LeadershipCouncil by Frost & Sullivan offers aunique opportunity to connect year-round with action takers and forwardthinkers from across industries.

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Aceyus, the expert in Contact Center technology, unifies multi-platform/ omni-channel data through highly customizable

dashboards and optimized reporting. As companies embrace new digital channels Aceyus is at the center, keeping the focus on Customer Experience with a goal of increasing satisfaction, employee engagement and bottom line profitability.www.aceyus.com

Acquire BPO is a global outsourcer located in the US, Australia, Philippines and the Dominican Republic. With 7,000+ staff, 14 locations and 14-years’ experience,

we deliver automated, intelligent contact center and back office services. We’re proudly on IAOP’s® world’s best outsourcing providers’ list and Stevie’s Most Innovative Company of the Year. www.acquirebpo.com/us

Aspect’s large-enterprise, best-of-breed contact center and workforce optimization software helps companies keep agents engaged while providing

exceptional customer experiences. Our flexible, highly scalable applications are used by millions of agents every year and support billions of consumer interactions around the world. Available on-premises or in any cloud or hosted environment.www.aspect.com

We serve as an extension to your brand. As a leading business process outsourcing (BPO) company, DATAMARK empowers

Fortune 500 companies and large enterprises with the strategies, solutions, and workforce to streamline workflows, control risks and reduce costs. www.datamark.net

Eventus delivers Managed Solutions, Strategy and Consulting, and Experience Innovations with engagement models that Amplify CX Outcomes. Eventus has influenced over 1 billion customer interactions, reduced over $100mm in

Client costs, all while improving customer loyalty. Eventus provides industry expertise, a partner ecosystem, and proven methodologies that enable their Clients to exceed goals, minimize risk, and drive CX success. www.eventusg.com

HGS provides business process management (BPM) services from contact centers to HRO, back-office, and marketing solutions. Taking a true “globally local”

approach with over 44,200 employees in 75 worldwide locations, HGS combines technology-powered services in automation, analytics, and digital to deliver transformational impact to some of the world’s leading brands across nine key verticals.www.teamhgs.com

Inspiro is a pioneering leader in outsourced CX solutions with a network of 12,000 professionals in 35 strategic locations worldwide. We deliver

multilingual, omnichannel solutions covering the full customer engagement lifecycle to some of the world’s best-known brands in media, telecommunications, travel and hospitality, financial services, utilities, healthcare, retail, and e-commerce.www.inspiro.com

J a c a d a ’ s a u t o m a t i o n e x p e r t i s e

and IP within customer operations continues to deliver end-to-end customer service automation solutions to global enterprises. Our 27 years of experience in automating customer service processes for global enterprises, together with proven outcome-focused integration capabilities, enable worry-free deployments with lower Total Cost of Ownership.www.jacada.com

PTP collaborates with leading businesses to develop results-driven technology solutions that transform

ustomer experience. PTP stays connected to your business drivers while enabling a 360° view of the customer to increase engagement enterprise wide by optimizing technology and business processes to breakdown silos and enhance customer connections through seamless omni-channel communication.www.ptpinc.com

RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact

center solutions. RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect from any location, on any device, and via any mode. RingCentral provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally.www.ringcentral.com

Service Cloud, the world’s #1 customer service platform, empowers every service employee with the innovative tools, unified data, and embedded training needed to

deliver world-class customer service. Across every channel, Service Cloud is enabling Trailblazers to deliver human-centric service that is personal, intelligent, trusted, and inclusive.www.salesforce.com

ServiceNow makes work better across the enterprise. Getting simple stuff completed at work can be easy, and getting

complex multistep tasks accomplished can be painless. Our applications automate, predict, digitize and optimize business processes and tasks, across IT, customer service, security operations, human resources and more, creating a better experience for your employees and customers. www.servicenow.com

We are SmartAction®, the undisputed leader in purpose-built AI-powered Virtual Agents for customer service. At SmartAction,

we utilize powerful technology and thoughtful CX services to deliver frictionless conversational AI experiences over voice, chat, and text. But don’t take our word for it – ask our CX-obsessed clients including AAA, DSW, Electrolux, and Choice Hotels. www.smartaction.ai


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TTEC (previously known as TeleTech) is a global customer experience company that designs, builds and operates captivating omni-channel customer experiences. With more

than 49,000 employees and 85 customer engagement centers around the world, we offer customer care and tech support, customer acquisition and retention,CX consulting and omnichannel technology. www.ttec.com

Uniphore is the global leader in Conversational Service Auto-

mation which is disrupting an outdated customer service model. Uniphore’s innovative platform includes voice, AI and automation solutions which help ensure that every voice, on every call, is truly heard.www.uniphore.com

Verint® is a global leader

in Actionable Intelligence®solutions Our portfolio includes Customer Engagement Optimization software and services that capitalize on solutions from KANA®, A Verint Company to help organizations enrich customer interactions across communications channels, optimize their workforces, and improve business processes. www.verint.com

Source – TechValidate Survey of previous Customer Contact Executive MindXchanges.

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C U S T O M E R C O N T A C T EAST: A FROST & SULLIVAN EXECUTIVE MIND CHANGE

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Non-Participant $ 695

CUSTOMER CONTACT 2020 EAST EXECUTIVE MINDXCHANGE CHRONICLESA real Golden Nugget that continues to add value post-event! As a thorough and focused set of notes, the Customer Contact 2020 East Executive MindXchange Chronicles ensures you don’t miss out on any sessions that run concurrently with those that you selected. If you are unable to sign up for this now, you may order post event. Please note that post event purchases will be $495 so get your hands on these collections at the lower rate now!

PAYMENT PROCEDURES & CANCELLATION POLICYPayment in full is required immediately upon registration, is non-refundable and also must be received by Frost & Sullivan prior to the event start date. If payment has not been received by Frost & Sullivan prior to the start date you will not be able to attend the event. If, for any reason, you are unable to attend the event for which you are registered, and notify Frost & Sullivan in writing more than 3 weeks prior to the event start date, a one-time credit will be issued for use toward registration at any other event. The credit must be used within 90 days of the original registration date and can be applied to any Executive MindXchange event scheduled up to one calendar year from the event for which you originally registered. Credits may not be transferred more than once, and all unused credit(s) will be forfeited after 90 days. Cancellation within 21 days prior to the event will incur a one time fee of $500. The remaining balance can be applied to any Growth, Innovation and Leadership or any Executive MindXchange up to one calendar year from the event for which you originally registered. Notification must be received by Frost & Sullivan in writing. If you do not attend the event and fail to notify Frost & Sullivan PRIOR to the event, no credit will be issued. If for reasons of Force Majeure the Event cannot take place as scheduled the Organizer reserves the right to reschedule the Event to a date and place of its choosing. Every effort is made to ensure that the speakers noted in this brochure are present, but changes beyond the control of Frost & Sullivan may occur. The program agenda will be updated biweekly and can be downloaded from https://www.frost.com/ccs.

5-12-20

August 16 - 19, 2020 Fort Lauderdale Marriott Harbor Beach Resort and Spa | Fort Lauderdale, Florida

REGISTRATION16TH ANNUAL

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VENUE INFORMATION

Fort Lauderdale Marriott Harbor Beach Resort and Spa3030 Holiday DrFort Lauderdale, FL 33316 (954) 525-4000

[email protected]

PHONE1.877.GO FROST (1.877.463. 7678)

Frost & Sullivan will be reserving a limited number of discounted rooms at the event property. Please contact the property directly for rates, availability, and to book your accommodations. Be sure to mention you will be participating in the Frost & Sullivan event.

$ 50

$ 100

$3,240


GROUP DISCOUNTS AVAILABLEContact: 1.877.GO FROST for details

$2,795

www.frost.com/ccs




1.877.GO

EFFORTLESS AND EFFICIENT EXPERIENCES: A Win-Win for … · 2020-05-13 · formidable challenges and...

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Transcript of EFFORTLESS AND EFFICIENT EXPERIENCES: A Win-Win for … · 2020-05-13 · formidable challenges and...